Contact Center Analytics Data Jobs

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Product Owner - Customer Ops Customer Analytics

ConEdison New York, NY

New York, NY

Today

$115k - $155k/yr Full time Analytics Business Analytics Business Intelligence

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Job Description

ConEdison is looking for a Product Owner focused on Customer Operations analytics to define, deliver, and continuously improve data and analytics products for Contact Center and omnichannel customer engagement. In this onsite role in New York, NY, you will partner with business and technology stakeholders to shape priorities, manage the roadmap, and translate analytics into measurable operational value.

What you’ll do

Lead the development and delivery of analytics products that support Contact Center and omnichannel customer engagement operations.
Build and maintain product roadmaps, prioritizing enhancements using business value, customer impact, operational needs, and technical feasibility.
Create user stories, features, and epics for contact center, mobile, web, and IVR data analytics, and collaborate with business and ETS stakeholders to groom the product backlog appropriately.
Write user stories and acceptance criteria that are clear, concise, and easy to understand, driven by VOC and aligned to business value.
Use data to uncover opportunities to improve service performance, customer outcomes, and operational decision-making.
Embed a data-driven mindset across the business by rationalizing data needs and ensuring data and analytics products support business objectives and regulatory requirements.
Develop and enhance analytics capabilities that help teams determine root causes of contact volume, service issues, and operational trends.
Lead experimentation and proof-of-concept efforts when appropriate to address defined business needs.
Monitor emerging technologies and assess their potential application to Contact Center and omnichannel data and analytics.
Manage and coach a team of employees and contractors, including performance reviews, upskilling and training needs, and career coaching.
Manage the product delivery lifecycle to ensure products are delivered on time with clear value expectations and change management.

What you bring

3 to 5 years of work experience with agile project management, required.
Proficiency with Microsoft Office applications, including Excel or Power BI, required.
Knowledge of Con Edison Customer Operations such as Contact Center, customer service, IVR, omnichannel, or workforce operations, required.
Experience with SQL, Python, or other programming languages, required.
Previous experience working with vendors, required.
Experience managing a cross-functional team of employees and vendors, required.
Proven ability to manage multiple assignments and changing priorities, required.
Excellent oral and written communication skills, required.

Preferred experience

Knowledge of contact center performance metrics and operational processes.
Experience with predictive analytics, customer behavior analysis, IVR analytics, or agent enablement solutions.
Experience with data enrichment, dashboards, reporting platforms, or customer data products.
Experience with various Company and Customer Operations computer systems.
Knowledge of Customer Operations business, rules, and regulations, including O&R customer assistance.
Experience producing formal presentations and documentation for executive and regulatory share-outs.
Experience managing an agile product development team as a Product Owner.
Working toward achieving Con Edison’s AI for Practitioner Certification.

Tools and technologies

Excel, Power BI, SQL, Python, Microsoft Office applications
Word, Outlook, PowerPoint

Compensation and logistics

Location: New York, NY (onsite)
Salary: USD 115,000 to 155,000 per year
Education: High School Diploma/GED

Benefits

Rich medical and pharmacy benefits, including vision benefits
Dental benefits
Health Savings Accounts
Health Care and Dependent Care Flexible Spending Accounts
401(k) with robust matching
Employer paid Pension Plan
Employee Stock Purchase Plan with generous matching contribution
Employee Assistance Program
Paid Parental Leave
Generous paid time off plus paid holidays
Family support: emergency backup child, and elder care assistance
Social responsibility and volunteer opportunities
Employee discount program
Commuter Benefits
Culture of growth and learning: career development, tuition reimbursement, recognition program
Life and Long-Term Disability Benefits

Additional requirements

Driver’s License Required
The selected candidate will be assigned a System Emergency Assignment and expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

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